Tech to PC ratio?

[nancysabino]

In a break-fix shop where most issues handled are viruses, spyware removal and hardware issues; what would you say is a good tech to PC ratio? How many computers could you expect each tech to handle at one time?

Currently we have benches setup where our techs can work on up to 8 computers at one time of course that all depends on how large the computers are and/if they are laptops. I am curious as to how many would be too much.

 

[gunslinger]

As a one man shop I can comfortably do 5-7 at a time, depending on what the problems are. I honestly try to keep it at 4 or less because I like doing other things at the same time.

 

[MichaelBits]

My setup allows for up to 10 at a time, depending what they are. I can generally do 4-6 at a time comfortably.

When doing more I have to pay more attention hehe... make sure I don't confuse a couple of them.

It would really depend on the tech... but I would think your setup is about on par with the rest of us.

 

[PCSComputerGuy]

I'm setup for 12. I can manage a full bench, I use a lot of check lists to keep everyone in line.

 

[joydivision]

Four is my limit really due to space but also if I am doing tunes up I spent so much time writing things down so I don't forget where I am up to (as I am doing identical jobs on each) that it becomes inefficient. Currently got four on the bench although only three are for the usual (my laptop is running slow) type jobs.

 

[frederick]

4 to 8 depending on what ALL is being done. Even with checklists, sometimes by the time you get done with #4, #1 is ready for the next step. Having checklists helps a lot when working on multiple computers for sure.

 

[PBComputer]

I can have space for to up to 4 desktops and 6 laptops on the bench at anyone time. But I can really only work on 4 at a time

 

[Davena]

Welcome to TechNibble. As said above it depends on the tech. I use a 4 port switch for the desktops and the laptops are limited to bench size. Most I personally have had running simultaneously is 8. That was crazy IMO.

 

[dombooth]

At a push 8, which tends to happen regularly!

Dom

 

[phaZed]

Right there with the others.. as a one man shop I can routinely handle 5-8 machines at a given time.

 

[JoeTech]

I have space on two benches for 8 desktops using kvm switches and then another two benches for 8 laptops. Most of them are usually doing scans of some sort so I can just let them run and deal with other stuff. It only gets really crazy if a lot of them have hardware issues I have to deal with and then can't just jump back and forth between pc's.

 

[buzzcut]

I have my shop in my basement and have space for 10 computers (laptop or desktops)
I like to handle no more than 5 at a time. I just want to make sure that they are done right the first time without forgetting something.

 

[kwest]

I tell my guys to do 3 at a time. Spread yourself too thin you make mistakes.

 

[PCX]

It is not uncommon for our software techs to do 8-12 repairs per tech. It is harder, but checklists and detailed logs are key to keeping things going smoothly and making sure you do not miss anything. Also, in order to make this work, you have to learn how to prioritize repairs properly. While obviously we work on a first come first serve basis, we also prioritize repairs that can be done quickly first, so that we can knock them out (while keep everything else going) and then concentrate our efforts on the harder stuff. No reason to keep a repair that only takes 20 minutes to do (like a reinstall or hard drive replacement) on the bench for and extra day or two all in the name of multitasking. If you knock them out the easy/quick stuff first, you can take those 8 computers and bring it down to 4 within just a couple hours and use the rest of the time to concentrate your efforts on just those that remain rather than spreading yourself thin the whole time.

As for things like hardware and mobile devices (which we have set up as separate departments and typically separate techs) you can only reasonably do one repair at a time.

 

[phaZed]

I tell my guys to do 3 at a time. Spread yourself too thin you make mistakes.

What kind of automation do you have in place? For most common tasks I have automation in place such as D7 and a few other tools (AIO). For most jobs it's cookie-cutter for me. I run the automation and just really have to spend time on the back-end of the job fixing small things and finishing touches. I refer primarily to virus and malware and general Windows problem machines here. Point being, I have limited my ability to make mistakes and freed up time for more work or other things - could this help in your business? I also log everything I do as it happens, into PCRT, to keep track of things. I would guesstimate the average hands on time with a machine is usually 30 minutes or so when talking software stuff.

 

[nancysabino]

Thank you everyone for your comments. We're thinking up to 8 should be good as long as we balance what the issues are etc. Automating will definitely help with that also!

 

[frederick]

It is not uncommon for our software techs to do 8-12 repairs per tech. It is harder, but checklists and detailed logs are key to keeping things going smoothly and making sure you do not miss anything. Also, in order to make this work, you have to learn how to prioritize repairs properly. While obviously we work on a first come first serve basis, we also prioritize repairs that can be done quickly first, so that we can knock them out (while keep everything else going) and then concentrate our efforts on the harder stuff. No reason to keep a repair that only takes 20 minutes to do (like a reinstall or hard drive replacement) on the bench for and extra day or two all in the name of multitasking. If you knock them out the easy/quick stuff first, you can take those 8 computers and bring it down to 4 within just a couple hours and use the rest of the time to concentrate your efforts on just those that remain rather than spreading yourself thin the whole time.

As for things like hardware and mobile devices (which we have set up as separate departments and typically separate techs) you can only reasonably do one repair at a time.

This for sure. We've modified PCRT a smidge to help with bench prioritization. Otherwise, first come first serve.

 

[Krynn72]

At our shop we have space for 10-15 per tech. Sometimes it actually does get that busy, and its completely overwhelming. Basically to handle it when its that busy we techs just focus on 3-4 of them and set the others up to look like they're being worked on for the boss :/

 

[HiTechSolutions]

In a break-fix shop where most issues handled are viruses, spyware removal and hardware issues; what would you say is a good tech to PC ratio? How many computers could you expect each tech to handle at one time?

Currently we have benches setup where our techs can work on up to 8 computers at one time of course that all depends on how large the computers are and/if they are laptops. I am curious as to how many would be too much.

Can't really answer how many is too much because what is too much for me, is not much for some one else. It all depends on what resources you have available and the type of work which is performed. Also the workload a tech can handle For example virus removal one tech can juggle between 4 or 5 computers during the scan times. In the other hand, repairing laptops can make it more difficult to multitask especially if you have to tear it apart for inspection.

 

[Screwloose]

One thing to keep in mind is that while you certainly want your techs to be productive and complete as many machines as they can you have to be careful about setting goals for your techs like this. If you hammer on them to do x number of PCs for maximum profit you may also create an environment where they tend to view quantity over quality.

If I were you I would monitor your techs workload over say a month and look at how many they consistently complete with no mistakes/re-works and then set the goals for what you want your techs to deliver going forward.